Help Desk Co-ordinator London

6 months ago

London, United Kingdom EMCOR UK Full time

**Duties/Responsibilities**:
**We are currently recruiting for a Helpdesk Coordinator to join our team in London working Monday - Friday 40 hours per week 08:00AM - 17:00PM.**

**Duties**:

- Provide a first line contact for internal and external customers/contractors.
- Respond effectively to all telephone queries and complaints, using effective listening, questioning and problem-solving skills.
- To manage client platform to ensure the clients fault log is dealt with effectively taking ownership of jobs that you have logged.
- Life safe systems and statutory inspections completed as per the legal compliance and SLA/KPI required times
- When an engineer is scheduled to a job ensure the attendance info is communicated to the customer and engineer.
- Changing status on open jobs, chasing subcontractor for both delivery dates for parts and service completion sheets and updating customers as required.
- Process and job on the in house finance system (JDE) to enable invoicing
- Liaising with Clients to escalate out of line incidents.
- Ensuring EMCOR meet the contractual KPI’s and SLA’s.
- Raise Purchase Orders as and when required.
- Administer PPM’s and Reactive control to Service Engineers through in House System and are carried out within one month of the allocated date
- Coordinate faults, schedule to engineers, communicate with customers.
- Implement new Service Contracts including setting up contracts on the central database, assisting implantation of PPM control and delivering information to key personnel.
- To undertake review of internal purchasing requisitions to ensure best practice use of Suppliers and Subcontractors were required for PPM and Reactive Calls.
- Review all paperwork received from engineers and raise follow on or new jobs for any sheets for further action.
- Any other duties as requested by the Management Team and or Team leader within reason to suit the changing needs of the business.
- **Service monitoring**:

- Assist the Team Leader to monitor service standards
- Monitor the active jobs logged on with the helpdesk, to include the CAFM system, Horizon and the EMMA Application.
- Recommend to the Team Leader improvements that could be made to the help desk service delivery
- Review and make recommendations to maintain building integrity, maintaining accurate records as required.
- Liaise with MSP to follow through on approved work.
- Liaise with senior management to ensure contracts remain compliant.
- Assist in the compliance of existing Health and Safety policy, safe working practices, liaising closely with the, Health & Safety Manger.
- Attend regular management meetings with in-house suppliers and note follow up actions as required
- **Administration working to help desk standard procedures**:

- Operate and maintain an effective filing system for the department.
- Produce reports for all MSP performance
- Manage and maintain the ‘control of contractor’ register, to include liaising with the technical and production department along with external provider.
- Manage and maintain stationary supplies for the Facilities Department, whilst overseeing the stationary contractor.
- Obtain monthly reports from various suppliers outlining the service used or provided.
- Follow up on instructions to raise capital expenditure.
- Follow through any changes to the disaster recovery plan.

**Key deliverables**
- Effective help desk service, follow up on requests and customer handling
- Effective MSP monitoring and follow up with suppliers to ensure standards are met
- Effective administrative support to the help desk and record keeping
- Effective teamwork, flow of information and multi-skilling to provide cover across team

**Person Specification**:
**Skills**:

- Essential Knowledge, Skills and Experience help desk service coordination
- Sufficient experience of providing a facilities or maintenance service in a busy organisation
- Some experience of working with contractors and suppliers and monitoring of service standards
- Understanding of compliance requirements and working with service level agreements
- Proven experience of delivering excellent customer care and service in a large organisation
- Experience of complaints handling and follow up procedures
- Enthusiasm and commitment to learn about and get involved in the department’s activities Administration
- Relevant experience of working in a comparable administrative office based role
- Ability to prioritise workload, to work under pressure with a high level of organisational proficiency and initiative
- Strong computer skills with competency in Microsoft Office and database packages; experience of accurate data entry
- Good attention to detail and ability to follow department procedures
- Good numeracy skills, ability to process invoices accurately and efficiently Communication Skills
- The ability to deal tactfully, calmly and effectively with a wide range of people from within and outside the organisation
- Customer c

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